HMD 307HOSPITALITY LEADERSHIP, MANAGEMENT &
ETHICS
PART I-LEADERSHIP IS A PROCESS
NOT A POSITION
Chapter 1-What do we mean by
leadership?
Fall 2019
Instructor: Esra Topçuoğlu
Introduction to Hospitality Leadership, Mgmt, & Ethics
Leadership:
establishing a clear vision, and communicating this vision clearly with the others,
providing the information, and methods to realize that vision, coordinating and balancing
the conflicting interest of all members and stakeholders.
(Business Dictionary, 2019)
Leader:
Management:
Managing both internal and external customers
Manager:
Ethics:
“A set of moral principles and values based on ideas of right and wrong” (Hitt, 1990;
Minett, Yaman, & Denizci, 2009).
Introduction to Hospitality Leadership, Mgmt., & Ethics
Why do they matter in hospitality?
• Employee well-being: lower turnover, higher engagement, lower job
stress and burn out, job satisfaction
• Organizational well-being: superior employee performance,
organizational commitment, organizational culture.
• Employee development: taking ownership of tasks, thinking outside
of the box, solving problems, emotional intelligence
• Service quality
• Guest satisfaction
(Kara, Uysal, Sirgy, & Lee, 2013)
Where does “Leadership” stand in this model?
Interactional Framework
Leader:
Personality,
position, expertise,
education, ……
Followers:
Situation:
Values, norms,
…..
Task, stress,
environment
Interactional framework of Hollander:
Leadership is a process, not a role
• Leadership involves the interaction between a leader and followers.
• It involves the complex interactions between the leader, the followers and the
situation.
• It is a process involving how an individual or a group influences others toward a
particular goal or objective.
• Constructionist approach to leadership: combination of acting and leading, humble
and ego-free approach.
The elements of the interactional framework
The leader
Personal
background
Interests
Skills
Personality traits
Values
Ideal: honest,
competent,
forward-looking,
and inspiring
The follower
Subordinates,
other leaders,
those inspired by
the leader
Ideal:Honest,
competent,
independent and
cooperative
The situation
Context
The particular
situation
The elements of the interactional framework
THE LEADER
Personality
Interests
Character traits( selfcontrol,generosity, optimism,
tolerance, fairness, patience,
loyalty, kindness, sincerity,…..
Temperament:
Anger
Attention
Persistence
Shyness
Activity
The way of achieving
leadership status:
Assigned →deriving the
authority from their positions
in the company hierarchy.
Emergent→ becomes leader
through his/her interactions/
taking tasks voluntarily
History with the
organization
The elements of the interactional framework
THE FOLLOWER
Expectations
Not limited to the
subordinates
The number of followers:
Maturity levels
Developing personal
relationships with the
followers
Levels of competence
More frequent feedback
Motivation
Better opportunities to
discover each follower’s
potential and to observe
them.
Personality traits
The follower roles change
based on the organization
type:
Hierarchical→ Followers
take less responsibilities
and initiatives.
Horizontal→ Followers
take leadership roles and
are more proactive
The elements of the interactional framework
The situation
Context:
Conditions:
The environment:
Hotel segment,
Economic, social, political,
….
Competitive vs. not
competitive
Hospitality industry type
The type of task:
Increasing revenue for a
specific segment, training
staff, meeting deadlines
STEPS OF LEADERSHIP
Engage:
Trust:
Care:
Goal
Interaction
Wellbeing of employees
Vision
Open communication
Fairness
Mission
Situations and related examples from hospitality
industry
• A problem to solve, a situation to analyze, a concern to address, a decision to make.
• The interaction between:
➢ The F/O manager and F/O clerk when there is a guest with the reservation at the desk
and the hotel is overbooked.
➢The reservation manager and reservation agent when the customer (corporate, travel
trade or individual) complains about the high room and meeting spaces rates during a
convention period.
➢The sales director and sales team (group sales team) when there are more than one
group reservations for a specific period but availability only for one group and the
sales team has to decide which group to confirm.
➢The department director and department manager when a termination of an
employee needs to be carried out.
➢Pricing, handling a guest or account complaint, establishing standards for the brand
and the employees.
What is leadership?
It is a practice, NOT a position!!!!
https://www.youtube.com/watch?v=GOO_ufk7utI
What is leadership?
It is a practice, NOT a position!!!!
A leader is someone who:
• guides others towards a common goal,
• showing the methods and examples to
reach that goal,
• creating an environment which will allow all
team members to be a part of the process,
• not a boss but the one who carries out the
mission.
(Leal, 2013)
Top qualities of a good leader
Willingness to
make
mistakes
Ability to
connect and
communicate
Vision
Ability to
inspire
Commitment
A good leader
Positive
attitude
Focus
Passion
Intelligence
Multicultural
sensitivity
(Red Shoe Movement, 2014)
Leadership is both a science and an art
Science
Art
Leadership
theories and
research:
Skills in analyzing
and responding to
situations:
Book based
Experience based
Leadership is a both rational and emotional
Rational:
logic, reason based decision making, calculation, planning, following
guidelines.
Emotional:
Inspiration, passion, feelings, …..
The difference between the leader and the manager
Manager
Leader
Administer
Innovate
Maintain
Develop
Control
Inspire
Short-term view
Long-term view
How and when
What and why
Imitate
Originate
Accept
Challenge
Women in leadership
https://www.youtube.com/watch?v=5ll-x5ZXcXM
Women in leadership
• Increased representativeness of women at workforce
• More women in managerial and leadership positions
• Gender gap, breaking the glass ceiling
• Women leaders: more relationship and person oriented, connection
building with team members.
• (+)Women occupy 11 percent of board seats at the world’s largest and
best-known companies (GMI Ratings, 2013).
• (-)In the hospitality industry (as of 2016), men are ten times more likely to
be promoted to the principal/partner or president levels than women
(Women in Hospitality Industry Leadership 2017 Report).
References
GMI Ratings (2013). GMI Ratings’ 2013 Women on Boards Survey.
Hitt, W. D. (1990). Ethics and leadership: Putting theory into practice.
Columbus: Battelle Press.
Kara, D., Uysal, M., Sirgy, M. J. & Lee, G. (2013). The effects of
leadership style on employee well-being in hospitality.
International Journal of Hospitality Management, 34, 9-18.
Leal, R. (2013). Leadership is a process not a position in Prezi. Retrieved from
https://prezi.com/rt1pv3tepqit/leadership-is-a-process-not-a-position/
Minett,D., Yaman, H. R., & Denizci, B. (2009). Leadership styles and
ethical decision-making in hospitality management. Int. J. of
Hosp. Mgmt, 28, 486-493.
Red Shoe Movement(2014). The 10 top good qualities of a good leader. Retrieved from
https://redshoemovement.com/top-10-qualities-of-a-good-leader/
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